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HR Service Delivery US Payroll Operations Director

Req #: 170102290
Location: Newark, DE, US
Job Category: Accounting/Finance/Audit/Risk
Job Description:
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at
Corporate Human Resources plays an integral role in designing, implementing, and managing global initiatives across the firm.  The functional areas within Corporate HR include global Recruiting, Training, Talent and Development, Career Management, Diversity, Compensation, Benefits, Employee Relations, Technology, Finance and HR Service Delivery ( HRSD). Our Human Resource professionals within these areas are among the most talented and innovative in the industry. They take a proactive approach to identifying and proposing solutions to organizational challenges, often working side by side with business managers to attract, manage and retain high-potential talent. Through a focus on continuous improvement and long-term success, Corporate HR helps refine our corporate culture, define our firm wide vision and reinforce our reputation as a world-class employer.

Human Resources Service Delivery (HRSD) is a best-in-class, global HR service delivery organization of over 800 people, servicing the entire population of JPMC, currently totaling over 250,000 employees worldwide in over 60 countries. HRSD provides vital services in the areas of Payroll, HR Call Center (accessHR), Employee On and Off Boarding, Data Management, Benefits Administration and Project Management.  HRSD supports the firm in achieving its strategic priorities by leveraging its core principles of superior employee experience, operational excellence, efficient global coverage and a commitment to its people.

The North America Payroll Operations Director will report to the Head of North America Payroll and will be responsible for managing payroll operations and delivery for the U.S., Canada and the Bahamas. This includes, but is not limited to the following:


Payroll Operations Responsibilities can include:

  • Fulfill accurate, timely, and secure delivery of payrolls and associated processes and systems, and proactive avoidance of delays or issues
  • Effectively lead and manage a multi-national, multi-site payroll operations team
  • Build and execute effective quality assurance, control and reporting processes to ensure data and money movement is secure and flowing correctly, payroll and tax calculations are accurate and stakeholders are informed
  • Collect, analyze, and present information to the HR Service Delivery leadership team, management and internal counterparts in Accounting, Compensation and Benefits, Finance, HRIS, Legal, HR Technology, Tax and Timekeeping
  • Construct a culture of continuous improvement, audit readiness, and collaboration within HR, and with partners in Finance and Technology
  • Evolve and inform current metrics; enhance root cause analysis, processes, SOPs, and develop remediation plans when needed or where appropriate to address deficiencies
  • Implement operational payroll processes controls to contain and eliminate risks; conduct control assessments to review effectiveness
  • Partner to deliver payroll compliance in department programs with proper controls, measures and testing; including accounting, case work, core operations, systems, tax, and timekeeping
  • Oversee compliance with payroll regulations including FLSA, DOL, Federal, State and local employment and tax laws
  • Certify that all external vendors are properly managed per the firm’s TPO requirements; ensure all internal service providers are delivering per the agreed SLAs




  • 7+ years of progressive payroll experience with large organizations
  • Proven track record of successfully setting strategic agenda, driving change, and managing large payroll operations
  • Exceptional people leadership skills – demonstrated ability to manage, develop and motivate employees to achieve outstanding results
  • Direct experience with and knowledge of PeopleSoft (PS) payroll (or equivalent payroll system); direct experience migrating from PS to Oracle Fusion (or other cloud platform) a big plus
  • Proven track record of delivering accurate, timely and secure payrolls through cross-functional teams
  • Experience in process improvement, especially towards ensuring quality, control and compliance
  • Experienced in identifying and mitigating operational risk through effective controls
  • Regulatory knowledge and awareness to ensure that the firm is meeting reporting and remitting requirements
  • Experienced in vendor management including overseeing RFPs, contract negotiation/management and vendor performance
  • Problem solver with strong project management skills
  • Able to manage and coordinate multiple projects
  • Outstanding work ethic with a high degree of confidentiality
  • Excellent communication, interpersonal, relationship and consensus building skills with the ability to influence at all levels of the organization; effectively gains agreement and consensus for ideas
  • Able to work effectively in a multicultural and international environment
  • Able to effectively manage competing priorities in a fast paced environment
  • Fiscal management skills to ensure that financial controls are in place














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